Subject: Inbox- Training Tickets 2/4/2013
From: Subir Chakma <[email-masked]>
To: "G. Krishna Chandra" <[email-masked]>
Cc: Moringathem Ramananda Singh <[email-masked]>
Date: Tue, 5 Feb 2013 19:48:03 +0530 (IST)

Hi G. Krishna, 

As what you said to me in the morning, I do NOT buy your point. This has been discussed many times that if the customer is NOT getting email from us, HOW do you expect the resolution team to sort out the issue when they reply only on email. Don't you understand that simple logic? 

You MUST ensure customer understand and follow procedure to add our email addresses and ONLY then escalate to resolution. 

Ramanand, talk to him and point out his error. 

LTK527091967174X – Kevin – This cannot happen ever again for any reason. This Member clearly told you she tried to contact us in the past without success. The moment a Member tells you this, you are no longer allowed to escalate no matter what the issue is about. This is clearly stated in our Escalation Rules in Section 7 of the Training Manual and in When NOT to Escalate in Section 8 of the Training Manual. 
This Member has chatted with us MANY times, and we have already sent her responses. Since she has told you she isn’t GETTING the responses we send, escalating is the absolute worst thing you can do. You cannot let this chat end until the Member FULLY understands ALL of the following: 
1. We DID answer her 
2. She isn’t getting our answers because she has not added [email-masked] and this WILL continue until she does. 
3. You copy/paste our last response You are free to tell the Member that the response you have copied/pasted came from a higher department and that you cannot provide her with any NEW information, you can only repeat what has already been said, and that she MUST follow the instructions to receive our ticket replies. 

Rgds Subir